What standards of service can i expect?
Our Service Standards
We will:
- Respond to repairs within our published timescales
- Aim to complete repairs right first time where possible
- Offer appointments that are as convenient as possible
- Keep you informed if there are delays or if we need to arrange a further visit
- Tell you if a repair is our responsibility, your responsibility or may be rechargeable
- Treat you and your home with courtesy and respect
- Use tenant feedback and performance information to improve the service
Our promise: We will aim to communicate clearly, explain delays where we can, and use feedback to improve the repairs service.
Our Staff
Our employees and contractors should always behave professionally when working in your home or communal areas. You can expect them to:
- show identification before entering your home
- explain the work they are there to do
- treat you, your home and your belongings with respect
- work safely and leave the area tidy when the job is finished
- tell you if they cannot complete the repair and what will happen next
Working Together
A good repairs service depends on the Council and tenants working together. We will do our part by providing a safe, responsive and respectful service.
- responding to repairs in line with our priorities and service standards
- keeping you informed where further work or follow-up is needed
- using feedback, complaints and performance information to improve the service
You can help us by:
- reporting repairs as soon as you notice them
- giving clear information and photos where possible
- allowing access for inspections, repairs and safety checks
- keeping appointments or telling us as soon as possible if you need to rearrange
- taking reasonable care of your home and communal areas
Working together: Reporting repairs early, giving access and keeping appointments helps repairs happen more smoothly and keeps homes safe and well maintained.